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293 results found

  1. Nice in Contact Call Analytics

    Submitted in the Contact us interface in the Nice in Contact interface as well...I'm looking to submit a feature request. Basically, when we have agents working from home, we currently don't have a way to determine if the agent drops a call or rejects a call due to the way they interact with the system, or poor network connectivity, etc. We would like the following (options of 3 tools to accomplish the task at hand)

    1. Some sort of identifier in reporting that tells of a disconnect vs. rejection from agent, etc.

    2. Some way to link Nice in Contact to the…

    23 votes
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  2. Default Abandon Rate KPI

    It would be nice if by default there was an abandon rate KPI, rather than having to create one in LOB KPI Building. This way we can easily troubleshoot which employees have a higher than normal abandon rate. This should be useful right off the bat to everyone.

    4 votes
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  3. analytics dropped down menu for all numbers with kpi

    hiplease include a feature were in analytics to have a dropped down of all numbers in the account with KPI we can edit

    2 votes
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  4. to have a feature to have a live reports that showed progress day by day

    to have a feature to have a live reports
    that showed progress day by day

    2 votes
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  5. Allow Import/Export of Analytics Live Reports Dashboards or Assign View Permission Per Dashboard.

    In the Live Reports interface, I can create a Public dashboard for anyone to view, or a private dashboard for only me. When creating the dashboards, I know exactly which queues to include, which sites, users, etc. The person who needs to view these dashboards would struggle to create it; and I don't want them having to sift through a list of 100+ public dashboards to find the one I'd created for them.I should be able to craft a private dashboard, export that dashboard to a file and send it to who needs it. They could then import that dashboard…

    8 votes
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  6. in analytics.ringcentral.com/performance-report/default/call-details a call queue can be selected and the member of the queue who answer...

    ...ed the call is displayed, if you download the report in csv form it only shows the queue and not who answered it, can another column be added to the downloaded csv to show who in the queue answers the call?. If the downloaded report from the performance report could have a column added showing who answered the call from the queue it would capture the same infomation as the analyticws performance report

    2 votes
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  7. Choose between internal and external calls on Active Users graph

    It would be useful to be able to share the graph of Active Users just based off external calls.

    1 vote
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  8. The archive or history for the Service Level report

    To enhance the performance review process for the team, I'd suggest implementing a feature that enables the retrieval of live service data percentages from previous days in raw XLS format. This data should be stored in a readily accessible manner for administrators. Additionally, incorporating this information into a weekly report, with a daily listing of the service percentages, will provide a comprehensive overview of the team's performance.

    2 votes
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  9. Ability for queue managers to see incoming call in Live reporting

    The ability for queue managers to see who is calling while the call is in progress from live reporting. Attached is a queue dashboard where there is a "waiting" call but there is no option to see the number of the waiting caller.

    2 votes
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  10. Enable call metrics for CCRNs to be viewed within the Call Log and Analytics.

    So far the only call metrics that can be seen within the Call Logs in the RC Portal are from users. However, many accounts have numbers that are routed through a CCRN and those logs cannot be found when searched within the Call Log. Having this ability can help better analyze call quality issues from calls being routed through the CCRN and not just from users.

    1 vote
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  11. CALL LOGS: INTERNATIONAL CALLING VISIBILITY

    Please add additional filter / tickbox in PORTAL's CALL LOGS > DETAILED for LOCAL and INTERNATIONAL calls aside from just inbound and outbound - so they can sort outgoing international and determine the total minutes consumed for their reporting to upper management.

    9 votes
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  12. Print Analytics Report

    Please add Print option from the Analytics Report

    2 votes
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  13. [ANALYTICS] Restricted view on specific sites

    Hello,It would be nice to get the possilibity to give access to analytics to users, but viewing only some sites, and not the complete view of the RC Infrastructure.IE : A World Wide Company - Give access to the stats of French sites for the French Manager.

    6 votes
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  14. Missed call % factoring in calls even when on DND, would like that to be taken out of consideration on Performance Reports

    My company is really trying to dig into and monitor track our employees missed call percentage. So i have been pulling performance reports that have the "% Missed (w/VM)" stat HOWEVER we are noticing this stat is even docking the employee when their phone is on DND (do not disturb). If an employee is on DND say having a day off or on an important conference call or in a training, then we do not want to have those calls count against them. We are only trying to track when they truly were available but missed the call because they…

    8 votes
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  15. leave off deactivated users from adoption and usage report

    Could we leave off the deactivated or deleted users from the adoption and usage report since those persons are not longer working for the company.

    3 votes
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  16. "Wrap up" status visibility

    An additional status “wrap-up” for queue management. Now the Engineer is seen available, although he can’t receive calls 5mins after previous call because of wrap up settings in queue management. It would be nice to have wrap up status set automatically so that the queue manager is able to see that they are in the "cool down" period. Also to have the ability to change this status manually to Available in less than 5 mins if needed.

    5 votes
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  17. Live Queue Agent Monitoring

    RingCentral really should create a dashboard like this one (see attached) which would show the last time a call was taken by each agent.

    11 votes
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  18. Select multiple call Queues in LOB (Line of Business Analytics)

    I am building a report where-by we want to filter to only show data for call queues. In LOB, there does not appear to be a way where-by we can select all call queues without doing it manually, one by one (and there are thousands of Call Queues)

    1 vote
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  19. Sort Performance Call Log Report by Users Extension

    We need to be able sort the call log report by the users extension. RIght now we can sort by "from", "length", "start time" and "direction". When creating a departmental call log report with multiple users being able to sorrt by the extension makes more sense so each user can see their calls at a glance. (yes I know they can sort it themselves in excel, but that is assuming they are proficient in excel). it makes more sense to juast have it sorted when they receive it.

    1 vote
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  20. Live Training on Analytics

    A live training in the analytics. Each office utilizes the data in a unique way and surely would benefit from this

    1 vote
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